Talent Quest Track


Focuses on tools and trends to help operators find, train, and retain talent. The programs cover: recruiting and retention tactics, service recovery skills, team building, diversity, equity, & inclusion initiatives, and talent management.


Talent Quest Track Sessions:

Recruiting & Retention Tactics: 20 Hot Ideas Right Now

Service Recovery Post COVID-19: A Practical Skill Set You Can Adopt

Taking Your Team to the Next Level

40 Ideas In 40 Minutes: NPA’s 40 Under 40 Share Secrets of Success

Parking Career Path: Diversity, Inclusion, & Success

Industry Stage - Diversity Equity and inclusion

Leadership in the Service Industry

Recruiting & Retention Tactics: 20 Hot Ideas Right Now

Monday, September 19, 8:00 - 9:00 AM

Attend this fast-paced, rapid-fire session and walk away with at least 20 hot recruitment and retention ideas that you can implement right away.

Industries across the country – including parking – are still struggling to find, recruit and retain quality talent, but what’s working and what’s not?

The session facilitators will consider everything from “rapid-recruiting techniques,” to referral programs; from on-boarding to outsourcing; as well as recognition and engagement tools, career support, and more.

Is there a tactic that has worked for you? Add to the session whiteboard and share with the group.


Dustin Turner
Director of Parking
Robinson Park


Service Recovery Post COVID-19: A Practical Skill Set You Can Adopt

Monday, September 19, 9:00 - 10:00 AM

Sometimes service delivery does not go well leaving customers disappointed, frustrated, or worst of all – angry. Successfully managing these types of disappointing situations is a key skillset for parking operation team members. What to say – and how to say it – can make the difference between de-escalating a situation or making it worse.

This informative session will demonstrate the practical steps that parking managers and frontline employees can take to effectively manage a service recovery scenario. It will demonstrate how to avoid a conflict situation, how to de-escalate one when it arises, and how to manage this very emotional aspect of customer service work.

This session will:

  • Demonstrate listening and communication techniques in conflict situations.
  • Describe how to introduce de-escalation tactics to manage challenging customer service situations.
  • Identify the role body language plays in de-escalation situations.
  • Provide case studies of real customer service interactions (negative & positive).


Teresa Trussell
Sales Director



Taking Your Team to the Next Level

Monday, September 19, 3:00 - 4:00 PM

Learn the secrets of effective team management and development to accelerate your team’s achievements.

Whether you are managing a valet team at a special event, a shuttle operations team at an airport, or a business development sales team, your role as a leader massively impacts the team’s overall success.

Drawing on research from Google’s 5-year Project Aristotle, the program will examine five dynamics that create an effective team, and what success looks like in this new service environment.

You will gain an understanding of what it takes to create a great team, how your role can help impact your team’s success, as well as many practical tactics you can use immediately in your daily work.



Carmen Donnell
Vice President of Sales


40 Ideas In 40 Minutes: NPA’s 40 Under 40 Share Secrets of Success

Monday, September 19, 4:00 - 4:45 PM

NPA’s prestigious 40 Under 40 awards recognize young parking professionals making a difference in the parking or transportation industries.

Join a special panel of 40 Under 40 cohort members as they discuss their approach to career and business. Find out about the best practices and habits they’ve adopted for today’s work environment, and why parking and mobility is their career of choice.

The group will also examine how to network in today’s high-tech, online world, how to communicate effectively in the hashtag Twitter space, and how to lead and motivate a multi-generational workforce.



Michelle Jackson
Senior Enterprise Growth Manager

Heidi Barker
Sr. Director of Marketing & Sales Ops
Parker Technology, LLC

Matt Brooker
Regional Sales Manager


Parking Career Path: Diversity, Inclusion, & Success

Tuesday, September 20, 10:00 - 10:45 AM

Hear what it takes to build a successful career path in the parking and mobility business. Hint: it’s not the paycheck.

The “great resignation” has left parking operators scrambling for talent at all levels, and the nature of work itself has changed. So have the expectations of employees who now seek greater flexibility in working conditions, diversity in the workplace, along with better rewards and support.

Learn how to position your company as an employer of choice in the marketplace. Get insider tips on the smart moves that parking operators are taking to recruit new talent, provide a career path for existing personnel, and adapt to this new work environment.

This session will examine how employees:

  • Want more than a paycheck – they want a purpose
  • Seek personal development – not just job satisfaction
  • Prefer a coach, not a boss
  • Benefit from constant feedback not an annual review; and
  • Thrive better in a role focused on strengths, not weaknesses

An open-mic discussion will follow the presentation.


Sarah Blouch
President and Chief Executive Officer



Barbara Wolfe
The Car Park


Industry Stage - Diversity Equity and inclusion

Find Your Fire – How Leaders Can Turn Moments into Inclusive Movements

Tuesday, September 20, 11:00 - 11:45 AM

Join Austin-based author, Social Impact Strategist, Lobbyist and Philanthropist, Terri Broussard Williams, and hear how to create a more diverse, equitable and inclusive work environment. Terri will outline how her “Firestarter Formula” can be applied to individuals and teams in every type of organization to effect change and drive results.
Terri is the 2021-2023 Business Council Chair of the African American Mayors Association and has been tagged by the Austin Business Journal as the Most Influential Women in Central Texas.


Terri Broussard Willliams
Best-selling Author, Lobbyist, and Philanthropist


Leadership in the Service Industry

Wednesday, September 21, 10:00 - 10:45 AM

Learn how leadership in the service economy is different than other industries. Great service organizations elevate themselves by doing things differently from the competition while continuing to strive for operational excellence. An essential part of this excellence is knowing the most important leadership characteristics in the service economy and utilizing these traits to elevate your operation to the top.

In this session, Robert Milner, will explain not only the academic and theoretic beliefs of customer service versus hospitality, but utilize real-life stories on how they differ, and the leadership styles needed to meet that difference.


Robert Milner, MS, CAPP
Executive Director, Auxiliary Services
University of Maryland, Baltimore


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